Service Obligations Management in IT Outsourcing

In outsourcing, service obligations broadly refer to the duties and responsibilities of the service provider related to the provision of services. It is critical that the provider clearly understands and properly implements its complete service obligations to the client. The BlueMoon project in IBM develops a novel approach to service obligations management in the context of IT outsourcing. BlueMoon conceptualizes different kinds of service obligations through a formal obligations model. It provides an overarching obligations configurator tool for gathering and validating obligation requirements throughout the outsourcing lifecycle. It further facilitates the implementation of service obligations by automatically binding them to the IT architecture planning and provisioning process and to their uses in various service documents. Work is under way to monitor service delivery operations and verify obligations compliance. Addressing a key challenge in IT outsourcing, BlueMoon promises to significantly improve the client’s satisfaction, the health of the outsourcing account, and the provider’s bottom line.

By: Liang Liu, Hui Lei, Dongjun Lan, Raymond E. Rose, J. S. Seymour, Murthy V. Devarakonda

Published in: RC24317 in 2007


This Research Report is available. This report has been submitted for publication outside of IBM and will probably be copyrighted if accepted for publication. It has been issued as a Research Report for early dissemination of its contents. In view of the transfer of copyright to the outside publisher, its distribution outside of IBM prior to publication should be limited to peer communications and specific requests. After outside publication, requests should be filled only by reprints or legally obtained copies of the article (e.g., payment of royalties). I have read and understand this notice and am a member of the scientific community outside or inside of IBM seeking a single copy only.


Questions about this service can be mailed to .